Senior CX Manager – Saving

Phoenix Group

Senior CX Manager overseeing customer experience and commercial performance for Saving for Retirement at Standard Life. Leading insights-driven strategies to enhance customer journeys and improve engagement.

Posted 6/18/2026full-timeEdinburgh • 🇬🇧 United KingdomSenior💰 £75,000 per yearWebsite

About the role

Key responsibilities & impact

Take end‑to‑end accountability for the customer experience, commercial performance and trading outcomes across Saving for Retirement
Shape experiences and strategies that help customers build their savings and make confident decisions
Translate strategy into measurable CX outcomes, optimising journeys, propositions and engagement
Work closely with teams across Product, Proposition, Trading, Digital, Operations, Risk and Legal
Guide targeted interventions that improve growth, retention and lifetime value ahead of retirement
Provide strong governance and senior‑level challenge to ensure delivery remains focused on what matters most

Requirements

What you’ll need

Experience leading customer experience with clear commercial accountability, ideally within financial services or a regulated environment
Proven track record of delivering measurable outcomes across growth, retention, conversion and value
Strong customer and commercial judgement, balancing customer outcomes, trading priorities and risk expectations
Confidence influencing senior stakeholders and operating across complex, multi‑team delivery landscapes
An insight‑led, customer‑obsessed approach, using data to inform decisions and drive continuous optimisation

Benefits

Comp & perks

Up to £75,000 dependent upon experience
Indicative bonus range of 16% to 32%
Private medical cover
38 days annual leave
Excellent pension
12x salary life assurance
Income protection
3x volunteering days

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

customer experience leadershipcommercial accountabilityinfluencing senior stakeholdersinsight-led approachcustomer-obsessed mindsetdata-driven decision makingoptimisationcross-team collaborationgovernancestrategic thinking